To cancel BASE in Belgium, contact BASE customer service: call 1999 from a BASE number or 0800 66 311 from any other phone, start a conversation from BASE's cancellation page, or send a written cancellation. My BASE has no cancel button. Cancelling is free for most customers, because BASE concludes most contracts for an indefinite duration. You only pay the remaining value of a smartphone bought through BASE, and you must send back your modem and TV box within 30 days. Switching to another operator? Do not cancel your mobile line yourself: ask the new operator to keep your number, and BASE deactivates your line once it is active elsewhere. BASE has been part of the Telenet Group since 2016, but it has its own customer service and its own terms.
How do I cancel my BASE subscription?
Start on BASE's own cancellation page, which handles moving abroad, the death of the account holder and any other reason. These are the channels:
Channel | Use it for | Details |
|---|---|---|
Phone: 1999 | Cancelling from your BASE number | Monday to Friday 8:00 to 20:00, weekends and public holidays 9:00 to 18:00 |
Phone: 0800 66 311 | Cancelling from another number | Freephone, same hours; from abroad +32 486 19 19 99 |
Conversation from the cancellation page | Cancelling online with an advisor | Start it from the cancellation page |
Callback form | Advice before you decide | An expert calls you back within 5 working days |
Non urgent questions | Answers can take up to 5 days | |
BASE Shop | Talking to someone in person | Find a shop on base.be |
BASE's terms let you end a contract in writing, at any time and without a reason, and BASE then confirms the cancellation in writing.
Can you cancel BASE online?
Not with a button in My BASE. My BASE lets you change your plan, check the repayment table of your phone and find your Easy Switch ID. To cancel, start a conversation from the cancellation page, call customer service or put it in writing.
Prepaid SIM card or subscription?
On a prepaid card, just stop topping up: after 12 months without a top up, BASE deactivates the card and any unused credit is lost. Moving your number to another operator? Ask BASE for a refund of your remaining credit within one month after the transfer. BASE keeps €5 administration costs and refunds the rest to a bank account, so credit under €5 is not refunded.
What does it cost to cancel BASE?
Cancelling BASE is free in most cases. You only pay in these situations:
Situation | What you pay |
|---|---|
Mobile, internet or TV subscription of indefinite duration | Nothing |
Smartphone bought at a discount through BASE | The remaining value from the repayment table in My BASE |
Contract with a fixed term, cancelled within six months | At most the subscription fees up to month six |
Modem not returned within 30 days | €60 |
TV box not returned within 30 days | €249 if under 1 year old, €150 between 1 and 2 years, €50 after 2 years |
Does the six month rule apply to you?
Only if you have an older or promotional contract with a fixed term. Belgian law (article 111/3 of the electronic communications act of 13 June 2005) lets an operator charge an early termination fee only in the first six months of a fixed term contract, and never more than the subscription fees up to month six. BASE concludes most of its contracts for an indefinite duration, and its own terms cap the fee for a fixed term contract at the subscription fees up to month six. Not sure which contract you have? Your contract and your invoice show whether it runs for a fixed or an indefinite term, and the Belgian telecom regulator BIPT explains the rules.
Changed your mind about a new BASE contract? You can withdraw within 14 days without giving a reason.
Cancelling BASE internet and TV
Switching internet or TV to another provider? Give the new provider your Easy Switch ID, which you find in My BASE: it cancels your BASE subscription and you don't have to do anything. Stopping without a new provider? Contact customer service as described above.
After the cancellation, you have 30 days to send back your modem and TV box. Call 1999 first: BASE emails you a return label, and you drop the box off for free at a PostNL point. If BASE does not receive the devices, it charges the amounts in the table above.
Moving house or leaving Belgium
Moving within Belgium? In many cases you can simply move your subscription to your new address. Tell BASE online or by phone, six weeks in advance if your new home needs a cable connection and three weeks in advance for a basic installation.
Leaving Belgium but want to keep your number? Switch to BASE 0 in My BASE, a subscription in which you only pay for what you use, or call 1999 to move to a prepaid card.
Switching? Keep your number
Keep your BASE line active until your new operator has taken over your number. For a mobile subscription or prepaid card, you need no Easy Switch ID: ask the new operator to keep your number, and BASE deactivates your line as soon as the number is active with the new provider. Cancel first and you lose the number. Read how to keep your number when you change mobile providers.
Telecom that works for you
Leaving an operator should take one form, not a retention conversation. Firsty is building telecom that works for you, not against you: no SIM card to swap, no roaming setting to remember, no zone chart to check and no surprise bill. Every connection Firsty sells also connects someone in Belgium who needs it, not as charity, but as how the business works. Have a look at the Firsty plans for Belgium, and keep an eye on what Firsty is building, because things are moving. Discover more at Firsty.app.
FAQ
How can I contact BASE Belgium?
Call 1999 from a BASE number or 0800 66 311 from any other phone, Monday to Friday from 8:00 to 20:00 and on weekends and public holidays from 9:00 to 18:00. From abroad, call +32 486 19 19 99, and the digital BASE assistant answers in the chat 24/7.
Is BASE part of Telenet?
Yes. BASE has been part of the Telenet Group since 2016, together with Telenet and TADAAM, but BASE has its own customer service, its own terms and its own phone numbers.
Can I cancel my BASE subscription by email?
BASE lists servicesatbase@telenetgroup.be for questions, with answers that can take up to 5 days. To cancel quickly, call 1999 or 0800 66 311, or start a conversation from BASE's cancellation page.
How much does it cost to cancel BASE?
Cancelling a BASE contract of indefinite duration is free. You pay the remaining value of a discounted smartphone, and €60 for a modem or up to €249 for a TV box you don't return within 30 days.
Can I keep my number when I leave BASE?
Yes. Ask your new operator to take over your number before you cancel anything, and BASE deactivates your line once the number works with the new provider.
